DUTIES AND RESPONSIBILITIES:
- Handle incoming message requests from customers of a payment platform over phone, chat and email and provide resolutions
- Record case resolutions in the contact center tool based on client communication
- Ensure that cases are resolved within the case life cycle
- Escalate priority issues per client specifications to the immediate lead if applicable
- Work independently and within a team
- Communicate well with internal and external contacts
- Provide exemplary customer experience
- Meet quality standards on all handled contacts
- Follow the schedule of work days and hours, be ready to start working on time
- Handle contacts while maintaining the targets defined for the project: response time, handle time, and resolution rate aligned with project KRAs
- Consider any additional ad hoc tasks that may contribute to better service to the client or improvement of your KPIs
- Attend trainings
REQUIREMENTS:
- Upper-Intermediate German, Dutch, Swedish, Finnish, Danish or Norwegian (B2) and fluent in English (C1) language, both verbal and written
- Previous experience in an outsourced customer service environment is nice to have
- Willingness to relocate to Riga or already residing there
- EU citizenship or valid work permit for Latvia
- Computer literacy with a minimum typing skill of 50 wpm with 90% accuracy
- Optimistic, friendly, positive, and self-motivated personality
- Ability to work in team
- Service-oriented profile and with a focus on problem solving
- Ability to work shift hours/ part time (to the extent legally possible), adapting fast on change of prioritization
- No remarks in a background check, e.g. no criminal record, and willingness to participate in such background check process during the recruitment process
OFFER:
- Paid startup training and professional development sessions
- Shifts within the line operating hours 07:30 AM – 12:30 AM, from Monday to Sunday. 40 hours a week
- Hybrid work (performance dependant)l might be considered after initial 3 months of employment
- Relocation support
- A dynamic and diverse job in a pleasant and modern environment
- Opportunities for personal and professional development
- Team-building activities
EMPLOYEE BENEFITS
- Premium Medical Insurance: Enjoy comprehensive coverage for you and your family (spouse and dependents) including routine health checks, dental, vision, prescription drugs, mental health support, and much more.
- Work from Home on Late Shifts: Option to work from home whenever you work late shift hours ending beyond 9 pm, providing you with the flexibility to manage your schedule effectively.